Residential permitting process improved after audit recommendations

Residential permitting process improved after audit recommendations

Published on June 04, 2026

En español(PDF, 137KB)

DENVER - The residential permitting experience has improved with the city addressing several process issues, according to a follow-up audit report from Denver Auditor Timothy M. O'Brien, CPA.

"Community feedback prompted us to audit the city's residential permitting process in 2024. Following that feedback and our audit findings, the city made positive changes, demonstrating how powerful public engagement can make a difference when the city values people's concerns," Auditor O'Brien said.

Following our original audit of the Department of Community Planning and Development's permitting processes, the mayor created the Denver Permitting Office to ensure the city's permitting process is efficient and consistent. Since then, the city has heeded many of our recommendations to improve residential project plan reviews and the department's communications functions, though some risks remain.

Project plan reviews and processes

The Department of Community Planning and Development's residential plan review team reviews project plans and issues permits for certain residential properties.

Residents expressed frustration with inconsistencies related to department staff support. In response to our recommendations, the department has revised guidance to clarify which information is required in the plan-review notices staff send to applicants. The intent is to help people better understand what information to include when resubmitting an application.

Also, the department created a formal training plan for staff responsible for reviewing residential plans. However, we could not determine whether all required training was completed or whether the required training frequencies outlined in the plan were followed.

Communication functions

Community Planning and Development updated its webpage making permitting content easier to find, although updates were still in progress during our review. A new policy requires staff to update residential permitting webpages at least twice a year. But this new policy still lacks a method or process to verify webpage content aligns with the residential plan review team's policies and procedures.

Significantly, the department developed formal guidance for reviewing and incorporating applicant feedback.

"Listening to residents' concerns and acting upon them shows meaningful accountability. This can also lead to better city services and help the department identify other permitting issues it may not be aware of," said Auditor O'Brien.

The department also created new policies to improve communications between department teams, across other city agencies, and with applicants. For example, new guidelines specify residential plan-review staff response emails should avoid acronyms, answer all applicants' questions, and reply to applicants within 48 hours of receipt. These new policies are worthwhile steps to streamline discussions and more quickly resolve applicant issues.

"Applying for residential permits can be a frustrating process for people. Hopefully, frequent applicants will see the process is faster and less costly than years ago as some of our recommendations are now implemented," Auditor O'Brien said.

Of the 20 recommendations from our 2024 audit, six are fully implemented, eight are partially implemented, and six are not implemented. Some recommendations that were not implemented relate to reviewing the training plant for permitting staff and creating policies and procedures to oversee and monitor plan reviews. We may perform a future audit if risks are outstanding.

AUDITOR TIMOTHY O'BRIEN, CPA
Denver Auditor

Denver Auditor's Office

201 W. Colfax Ave. #705 Denver, CO 80202
Email: [email protected]
Call: 720-913-5000
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